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    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/111701


    Title: Customer relationship management and innovation as performance drivers
    Authors: Hu, H.-H.
    Hu, Hsin-Yi
    Parsa, H.
    Contributors: 科智所
    Keywords: Competition;Finance;Managers;Public relations;Sales;Customer relationship management;Differentiated products;Effectiveness and efficiencies;Financial performance;Marketing innovations;Organizational performance;Products and services;Structural equation analysis;Innovation
    Date: 2015-09
    Issue Date: 2017-08-10 09:11:13 (UTC+8)
    Abstract: Good customer relationship management (CRM) between service firms and customers not only retains customers but also encourages them to provide important suggestions for improving products and service. Service firms have been described as facing a dilemma between serving customers for short term financial profits or for enhancing long term position by creating customers through the development of unique and differentiated products. The effectiveness and efficiency of CRM are increasingly recognized as means for developing innovation and providing a lasting competitive advantage. This study first examines the direct effects of CRM on service firm`s innovation. The effects of CRM and innovation on both organizational financial and non-financial performances are further investigated. This study integrates the CRM association with innovation and organizational performance. The conceptual model and hypothesized relationships were tested using data collected from restaurants in Taiwan involving 203 valid responses. A structural equation analysis was used to test the hypothesized model. Current results demonstrate customer relationship management is positively related to product innovation, managerial innovation, and marketing innovation. Service firm`s managerial innovation has significant impacts on organizational performance. Customer relationship management does have significant influence on organizational performance. © 2014 Portland International Conference on Management of Engineering and Technology.
    Relation: Portland International Conference on Management of Engineering and Technology, 2015-September 835-841
    Data Type: conference
    DOI link: http://dx.doi.org/10.1109/PICMET.2015.7273244
    DOI: 10.1109/PICMET.2015.7273244
    Appears in Collections:[Graduate Institute of TIPM] Proceedings

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